At Barracuda, I own NRR and GRR targets across 15 strategic accounts, delivering $1.2M+ in revenue through proactive account management, executive relationships, and targeted expansion. I reduced customer churn by 50% by implementing customer health scoring and engagement strategies using Gainsight.
I lead and mentor a team of four Customer Success Managers and have scaled core processes for onboarding, success planning, and executive business reviews. I also built executive-level churn, health, and forecasting dashboards in Gainsight to improve visibility and retention planning.
As Customer Success Manager EMEA at Barracuda, I managed a portfolio of over 100 multinational clients, retained over £500k in business within the first year, and co-developed a sales pipeline generating an additional £500k in opportunities. I established the EMEA CSM role with the EMEA Director of Sales and implemented Gainsight workflows to support strategic business plans.
Earlier, at StarLeaf, I managed 200+ SME and enterprise accounts and consistently exceeded performance targets. My experience also includes leading BDR and media research teams, managing client relationships, and developing customer engagement and marketing strategies.
